Fraud Service Delivery Manager

Business Unit: Fraud Service Delivery

💰: circa £56,000 - £70,000 per annum DOE + red-hot benefits🔥🎁

📍: UK Remote with occasional travel to a hub

Get out of your comfort zone. Live a life more Virgin.

Our Team❤️

In this role you’ll be the driving force behind improving our service offering to customers navigating the fraud journey. You’ll provide leadership, delivery, and management of all metrics relating to fraud service delivery, using key data points and MI to influence stakeholders in improving customer journeys and outcomes.

If you are self-motivated, enthusiastic, and ready to make a real difference within an exciting team then we are looking for you!

What you’ll be doing😎

• Develop and track KPI’s across all areas of the fraud journey, and work collaboratively to improve metrics which drive good customer outcomes.
• Support Fraud Operations to drive activity required to offer a best-in-class service to our customers.
• Internal stakeholder engagement at all levels to ensure fraud service delivery performance measures and improvement activity, is visible and recognised across the business.
• Keep abreast of industry best practices, best in class performance measures, and opportunities to improve customer experience and reduce fraud loss through effective operational teams.
• Work with Fraud Operations to build a cost-effective function, which is focussed on seamless journeys for customers and efficient operational processes, building an agile and future proof business.
• Support capacity planning and forecasting to drive the interlock process between system changes and resourcing.
• Provide subject matter expertise as required.

We need you to have🌟

• Experience of working in an Fraud operational team
• Proven track record of delivering results particularly in customer service/experience
• Extensive knowledge of fraud operational teams and customer journeys relating to fraud.
• Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and solve complex fraud-related challenges.
• To be a motivated and proactive individual who is passionate about delivering best in class experiences for customers.
• The ability to connect with stakeholders at all levels and communicate effectively to influence decisions.
• The ability to independently manage and prioritise your own workloads.
• The ability to holistically review problems and implement better solutions.
• Operational excellence awareness and experience.
• In depth knowledge across fraud typologies within a retail banking context.

Red Hot Rewards🎁

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you🤝.

🕕Applications Close: 13 Dec 2024 (11.55pm GMT)